Credits screen minimizing and going black on streaming services
Hello, every time I watch a movie/TV show on my Roku TV when the credits minimize the screen goes black and I can only hear the audio. Does anyone know of a fix for this?
Forum Discussion
Hi Kash, thanks for getting back to me. It’s on any streaming service (Netflix, Crave, Disney+) on any tv show or movie. As soon as the screen minimizes to preview the next episode or other content the minimized screen goes completely black, you can hear the audio but can’t see anything.
I have already tried a system reset and restored the TV to factory settings but the problem persists.
Thanks for the response, Binweld
We appreciate your efforts in the attempts to resolve the issue. We'd like to ask for additional details for us to investigate this case. Kindly provide us with the following:
- Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
- What channel and what version/build are the affected channels? (This can be found by selecting the channel on the Home screen and pressing the * button).
- Tracker ID when this issue occurs. (When you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).
- A photo or video clip referring to the issue,
Once we have this information, we will be able to investigate further.
All the best,
Kash
Hi Kash,
Model: A113X - Roku TV
Serial Number - X00300D60ENU (S05EY0D60ENU)
Software Version: 12.5.0 Build 4176-88
GC Version: 10.5.39
Timestamp: 2024-01-12T02:06:01Z
issue ID NU-015-966
This time it was on Disney+ but has also recently happened on Netflix and Crave
Hello,
I have been having this exact same problem for months and it's driving me nuts. It happens in any app that minimizes the credits screen on a movie or TV show, bringing up a menu with other shows or movies to watch. Today it happened in the Max app. Please let me know if there is a way to fix it. Here are my details --
Device: TCL Roku TV, model 55R635
Serial number: X003001WFUUJ
Device ID: S05EY08WFUUJ
Software: Version 12.5.5, build 4174-88
Channel: Max, version 55.3, build 1 (though it happens in multiple other channels, as well)
GC version: 10.5.39
Timestamp: 2024-01-12T03:29:26Z
Issue ID from tracker: UJ-016-049
And here is a link to a video I took with my phone of the issue occurring. You can see the credits going black as the window is minimized, and then the screen remains black when I select the window and maximize it again. Please let us know if there is a fix for this.
Yep exactly the same thing happens to me, thanks for uploading the video as it demonstrates the issue exactly (and great choice of movie by the way).
